It is doable, but not really as minor a change as it used to be in the earlier versions of the ITSM apps where it more or less impacted just a single form. I would hold back from doing it as the cost of doing it is way more than the benefits of doing it which is virtually nothing but visual.. There is hardly a tangible business benefit of doing it aside of the fact that the ID has shortened in length for reporting purposes.
Even if that's the case, reports can be customized and an algorithm developed to truncate the leading 0's to just display the significant part of it if you are using a reporting tool such as Crystal.. Joe ----- Original Message ---- From: Kathy Morris <[EMAIL PROTECTED]> To: [email protected] Sent: Tuesday, September 30, 2008 2:11:38 PM Subject: Re: Incident ID number ** Is this a minor change? - We like this customization also to the Incident ID - Remedy told me that in 7.x this is doable and the number can be increased later if necessary. Is this so? -----Original Message----- From: Joe DeSouza <[EMAIL PROTECTED]> To: [email protected] Sent: Tue, 30 Sep 2008 12:10 pm Subject: Re: Incident ID number ** I agree with Rick.. The number one reason I would not do it just because the product is still evolving and a baby. BMC Remedy is constantly patching their ITSM products, or adding new functionality, and if what you do may get impacted is an unknown (depending on what they decide to patch or add to the products). Besides decreasing it from 15 to 12 isn't IMHO going to grant you a huge benefit, you just have your users trained to ignore the leading 0's and identify their incidents with the significant part of the ID. Base all your searches if you choose to customize the application that requires you to search on the incident, on that significant part. That way to the end users it doesn't really matter much. Yes it was a nice to have feature when it was more easily doable but the risks of doing it now is not really worth it.. Joe ----- Original Message ---- From: Rick Cook <[EMAIL PROTECTED]> To: [email protected] Sent: Tuesday, September 30, 2008 11:40:20 AM Subject: Re: Incident ID number ** It can be done, but it is a much more substantial piece of customization than in previous versions. Proceed very thoughtfully. Rick On Tue, Sep 30, 2008 at 8:28 AM, Koyb P. Liabt <[EMAIL PROTECTED]> wrote: ** Hi, AR System 7.1, ITSM. In HPD:HelpDesk, we want to reduce the database input of the 'Incident ID' from 15 to 12. We also plan to modify the Incident ID from 15 to 12 in the HPD Ticket Generation form. Our team just does not want to see all of the INC 000000000027 - they want to to trim it down a bit. We have done this before in AR 6.3. Has anything changed in 7.x to prevent us from doing this. And are there any other forms that need to be modified for this to work? _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
